Complaints

• Initial Complaint

  12/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  BUYER BEWARE...If you like dealing with slimy sales people and dealerships, this is your place. We had been discussing a purchase for a new BMW from Baron BMW in Merriam, KS. We provided a $2,500 deposit on the car. The deposit was paid online and didn't say anything on the payment page about being non-refundable. It only said the deposit was non-refundable on the receipt after we paid and received our receipt. ****** ****** (**) handled all of this for us. We agreed to a price on the car, but they provided numerous different price sheets which varied each time although the price of the car never changed. I was given excuses saying they didn't include the registration fee or things of that nature, which is why the price changed. They insisted on including Resistall, which is some protectant for an additional $700. It was never explained, but only listed in the price which looked like a registration charge. I informed them I didn't want the Resistall and wouldn't pay for it since I was already paying full price for their car and not negotiating the deal fee they also added on. When we couldn't come to an agreement and I told them I didn't want the car, they refused to refund my deposit even though nothing was signed. ****** ****** ceased to communicate with us after I told him we didn't want the car and requested our deposit back. This is a very dirty way to do business. I expected more from a luxury car dealership. I felt like I was dealing with used car dealer that kept insisting I need the paint protection.

  Business response

  01/17/2025

  With respect, this was very much disclosed.  Baron took a one of a kind car off the market for you and passed with other buyers.  There would be no reason to collect a deposit if it was refundable?  We regret you changed your mind but referring to us as "sleezy" simply because you changed your mind is in poor taste.  You offered a $1k deposit, we told you $2500 and it was non-refundable (see attachment),  you then told ** to send the deposit.  We sent the link that also stated it was non-refundable.  The receipt you received said it was non-refundable and you didn't make mention.  Through the course of the transaction I find it notated 5 separate times we disclosed this deposit was not refundable.  While we would have preferred to just complete the transaction and apply the deposit to the cost of the vehicle, that was your choice.   

  ** was nothing but professional and transparent and it is all documented in writing.  Due to using blatantly false information to attack our staff's character online, we will not consider any concessions on the deposit.  Thank you

• Initial Complaint

  07/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 06/08/2024, we arrived at Baron BMW to look at a 2014 BMW 528i. We liked the vehicle, but it had recently been traded in and had not been inspected yet. ****, our salesperson, advised the vehicle needed to go through service prior to it being ready to sell. The vehicle did not go through service until 06/17/2024, nine days after expressing interest in the car and being told it could not be sold until it went through service or purchased "as-is." The service department did the inspection and found a couple of things that needed repair. At that time **** called me and said there were a few small things they were going to fix but nothing major with the car. We then placed a $1000 non-refundable deposit on the car while we waited on the repairs. On 06/19/2024, the dealership replaced the oil filter housing gasket, put a new engine air filter, cabin air filter, performed a coolant flush as well as a oil change. We told **** we would like to pick up the vehicle on 06/19/24, but their software, CDK, had been hacked and we were then told they could not sell cars at that time. We patiently waited even though it was a cash sale. On 06/26/2024, **** had finally called to say they were going to do the sale since it was a cash sale after speaking with his leadership. We arrived, were reassured everything they agreed to fix on the car had been done. We signed a few papers were told there was no warranty that could be offered, paid with cash and left. We travelled home 120 miles. My daughter drove it around town for a couple of days. Less than 305 miles had been put on the car under our ownership. On 06/29/2024, my daughter said she started it, and the car gave a message about the drive train. The vehicle was scanned, and it had code P1290 - Turbocharger Wastegate Solenoid Not Learned and there is "wastegate chattering." Called salesperson, he said 10% off parts and labor. I am sure the code was cleared by the dealership and sold anyway without full disclosure.

  Business response

  07/29/2024

  This has been resolved

  Customer response

  07/29/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  07/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I recently purchased a 2021 BMW M50I from Baron BMW. They charged me $695.00 for a Caltex Resistall warranty which I did not ask for. The salesman claims my wife and I asked for this warranty. 100% of the sale dialog was through texting back and forth with the salesman. There is absolutely nothing in these texts that suggest we were informed of or asked for this warranty. The salesman placed this warranty into the sale completely unknowing to us. I am asking to be reimbursed the $695 I was defrauded out of.

  Business response

  08/06/2024

  On 5/20 Baron sent over 3 seperate buyers orders (last one is attached) to your email.  This one was accepted by ****** and sent back from the same email address we sent this document to.  Resistall was on every document we sent as you can see on the right hand side.   This was 3 days prior to the actual purchase of the vehicle and appears to be 8 days prior to ****** receiving the rest of the contracts..  When the purchase paperwork was completed, you signed a Resistall contract (attached), Retail Installment contract, Final acceptance (attached) for a total of 12 different signatures where the product was disclosed and accepted.   Since this is an applied product, the company doesn't offer any refunds once the product is applied.   Please let us know if you would like to have us send all the documents signed with Resistall disclosed to your email.  Please check the email address you used when purchasing the vehicle and you should find communication about the transaction between you and the sales associate.  100% of the transaction was not handled VIA text as I think you may have forgot important parts in this conversation.   Please let us know if you have any further questions.

   

  Thank you

• Initial Complaint

  03/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  February 29, 2024, purchased 2012 BMW 535xi from Baron BMW in the amount of $12,844.15. March 1, 2024, starting noticing vibrating from car when turning the wheel completely left. March 2, I attempted to inform Baron BMW. March 5, 2024, I had to schedule my own service appointment with them for March 9, 2024. March 9, 2024, I showed forthe service appointment but was rescheduled for March 10, 2024. March 12, 2024, I received a message from Baron BMWs service advisor stating both front axels had failed and two motor mounts showed signs of wear. I received an invoice for $5,829.85 in total repair costs. I asked if Baron BMW was going to cover any of the repair costs after selling me a vehicle with issues. Orginally, I was told by the service advisor, ******* ********* via text message that the Sales Department said there was nothing they could do since the vechile was under their "val-u-line" program. ******* then said he asked the Service Director if there was anything they could do. ******* stated the Service Director offered me three free years of oil changes. After I refused, ******* said the Service Director countered with $400 off the total cost for repairs. March 16, 2024, I received an email from Baron BMWs Sales Director, ******* *******, who made an attempt to resolve the issue and briefly explained that I wasn't properly informed about their val-u-line program. March 16, 2024, I informed ******* that if their val-u-line program was intended to be an as-is sale, then they were required to disclose the car's issues prior, in accordance with K.S.A 50-636(c). March 18, 2024, ******* offered me a $2,000 refunded. I declined and counter offered to be refunded $4,000. March 19, 2024, ******* stated, "Kansas Law states 10% is all the dealership is required to pay." I have text messages and emails with the Baron BMW for verification. Ultimately, Baron BMW sold me a vehicle advertised as in good condition, but required major repairs a few days after purchase.

  Business response

  04/22/2024

  Baron BMW has offered assistance to this client well beyond what is required or even expected by most reasonable consumers.  At no point did Baron BMW represent any 2012 vehicles with this many miles as perfect and that expectation is not realistic.  We do not sell vehicles "as-is" nor does Kansas law allow such.  Any reference to "as-is" is just a reference.  None of the components that the client is concerned with are covered under state law and some that the client chose to repair were not even recommended to do at this time.  They were only notated as needing to be done at some point due to being worn which is not odd on a 13 year old vehicle.  Kansas law is written to protect the consumer and considering none of these complaints fall into any of the consumer protection laws but we still offered thousands of dollars to assist, we believe we have more than fulfilled our obligation.  There was an extensive test drive given to the client prior to purchase, multiple offers of extended warranty purchases (some items wouldn't be covered since they weren't actually broken) and we allow consumers to get as many second mechanical opinions on vehicles they want prior to purchasing.  We do offer different levels of inspections on vehicles based off age and miles and offer those inspection results to our clients free of charge.  At no time do we ever state or imply we inspect all 15000+ parts on every vehicle.  That is an expectation majority of our clients do not hold.  Vehicles depreciate drastically over their lifetime due to the simple fact they develop more costs associated with repairs and maintenance as they age.  We try to offer vehicles for all budgets but cannot be held to a brand new car standard on a 13 year old car budget.  We wish this client the best of luck in the future.  From the numerous conversations and attempts at resolving this with direct communication, Baron believes this issue as resolved despite not being able to provide the client with an acceptable resolution.

  Customer response

  04/22/2024

   
  Complaint: ********
  
  I am rejecting this response because: Baron BMW falsely advertised the vehicle they sold me. I will be filing a complaint with the Johnson County Consumer Protection Division of Kansas. If I am unable to resolve the matter through the Kansas Consumer Protection Division, I will be filing a lawsuit against Baron BMW.
  
  Sincerely,
  
  ******** ********

• Initial Complaint

  11/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  11/23/2022 $1100.00 (plus) Baron BMW was supposed to service to my vehicle because I schedule an appointment. I needed an oil change. I also had a concern because my seatbelt light was on for no apparent reason. My dispute is that Baron kept my car for 2 days, did not provide a rental, and now my brake light is on. I was sent an inspection report about my car. I approved the concerns that were "needs immediate attention", which included the back brakes. After I approved the concerns, I was told I would be able to pick my car up in the morning. When I asked when I could pick my car up, the service advisor told me the brake light would not go off. He told me that the front brakes needed to be replaced too. I was confused because that were not listed as needing immediate attention. He stated the front would be about $800 more dollars. I would not approve the new request. He said I could come and get the vehicle but the brake light would be on. I stated that when I dropped off the vehicle the brake light was not on. Why is the brake light on now? He could not clearly explain why the light was now on or why I needed to pay an additional $800 to get the front. brakes fixed. Before paying I asked him did I receiving 10% off for bringing my car in the afternoon. He said he forgot to take it off. Next he told me he could not take the 10% off of everything because I had received a discount on my brakes. He did provide a partial discount. My final issue- I explained that I would be trading my car in in about a year, therefore I did not want to be in the oil change program. He said he had already enrolled me and that I would save money. It is not going to save me money if I am trading my car in.

  Business response

  12/28/2022

  I am sorry for any confusion between *** ******* and Baron.  Here is documentation to explain what transpired.

  Page 11 is the initial approval for items prior to the inspection.  *** ******* approved the 3-year maintenance plan, Engine oil service, Engine air filter, Micro filter and a vehicle check (for the lights).  The maintenance plan requires approval PRIOR to the oil change, or you cannot use the plan on that oil change.  This is why we request it up front otherwise you would lose a full oil change and have to pay for one.  You will see the date and time stamp of his e-signature at the bottom of the page.  This cannot be undone once it is placed in the BMW system.  This is the exact reason why we require written approval prior to enrolling the car.

  Page 13-15 is the key read data directly from BMW.  When the vehicle arrived, it had multiple malfunction/warning lights on.  Engine oil change, air filter, micro filter and vehicle check were 1305 miles past due (not a big deal at all), Front brakes were currently due, spark plugs were currently due, and the rear brakes did not get a read on the life. This usually happens when the sensor is going bad.  Front brakes had approx 37 miles until the sensor came on and the rear brakes were at 3mm which is why we recommended replacement.

  Page 1 is the signed copy of the RO provided to *** *******.  As we advised *** ******* and notated on page 2 the rear brakes measured at 3mm which we replaced but the front brakes also need replaced in 37 miles. *** ******* opted to replace the rear brakes.  During the standard test drive for the new brake pads the second sensor for the front registered the front brakes need replaced.  *** ******* did not opt to replace them this is why the brake light is on.  I am not sure why it would be stated that Baron doesn't know why the brake light is on when *** ******* signed a document that specifically states why the brake light is on.  

  Our online and phone schedulers specifically state discounts cannot be used together.  This is common practice with ALL businesses.  You haven't been able to stack coupons since before you could clip them out of the yellow pages.  The services that would have qualified for the 10% discount would have been a larger discount at a much larger price. Full retail pricing on the brake job alone is $780 for the rear axle.  Due to BMWs value service this service is discounted to $473.59.  With the services at full retail *** *******'s ticket with the 10% discount would have been well over $1500 after the 10% was applied.  We offered *** ******* the lowest possible cost for the jobs requested. Businesses do not stack discounts as there are limits to margins.  The expectation should never be, in my opinion, for any business to stack discounts.

  We do not offer rental cars at Baron.  In some situations, we do offer loaner cars free of charge.  This is completely dependent on availability.  There is zero promise inferred, implied or spoken that any client of Baron's is guaranteed a loaner vehicle.  Majority of our loaner vehicles are on loan to clients who have waited for months on parts for their car they can't drive.  The automotive industry is not immune to the problems every other manufacturing business has been having the past 18 months plus. 

  From my perspective, based on the signed and time stamped documentation, ** ******* agreed to the services he received, declined additional services he needed and received a much larger cheaper ticket than the 10% would have given.  I am very sorry *** ******* is not happy with the services provided but I see nothing indicating Baron is responsible.  *** *******'s vehicle just needs more work to achieve what he is looking for.  If *** ******* wants to reach out to his service advisor, I will gladly get involved to discount what I can to help.  *** ******* would not then be allowed to stack additional discounts onto this service if he opts to have the front brakes replaced.

  Customer response

  01/02/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered] 
  Complaint: ********
  I am rejecting this response because: it is not true and accurate. The only warning light that was on, was the seatbelt light. There was not multiple lights on as the company is stating. I was with out my car for several days because the company stated, verbally, that they were not sure why the brake light was on. I have no reason to lie. This business' is unprofessional and takes advantage of women. I AM A WOMAN... Just because my name is ****** does not make me a MR.. I purchased a car from your company but will never do business' with Baron again!!! I do not do business' with companies that take advantage of woman. But you have taught me not to sign anything if you do not fully understand what you are signing, I was tricked into getting a Oil program even after I explained I would be trading the car in next year.  My car was not fixed properly or lights would not still be on. It is my fault for believing your sales rep was an honest person.  It was my fault for trusting Baron BMW.
  Regards,
  *** ****** *******

• Initial Complaint

  11/15/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased a vehicle from Baron BMW on 8/13/22. The salesman nor any other person in the dealership tell me that the vehicle I purchased was part of a class Action Settlement with BMW (*****).And that the car had been in an accident 12/17/17 was totaled by ***** **** ********* **, then bought back repaired then resold without disclosing anything to perspective buyers.This was not a mistake and I've been asking for all of the title information on the car so I can know what happened to the car and all pertinent details. I've tried countless times to get the information from them but I just get the run around. I'm sure they know that there are laws against such practices. I'm filling this complaint as a record of attempts made to resolve this issue. Selling vehicles that aren't mechanically and structurally sound is against the law.I look forward to hearing from the General Manager or someone who can take care of this situation.

  Business response

  11/16/2022

  We apologize for any confusion but see these issues in a completely different perspective.

  1) Mr. ****** signed a ****** that clearly has an accident reported on 12/24/2017.  This accident shows "moderate damage" with an airbag deployment.  

  2) ****** states there is a clean title on this vehicle.  When vehicles are deemed a total loss and repurchased ****** gets the information from insurance companies and body shops and reports.  It is part of the ****** "buyback guarantee".  Neither ***** **** or ****** indicates this vehicle was deemed a total loss.

  3) States are required to brand titles when a vehicle is declared a total loss.  They are also required to brand a title for frame damage.  This is a clear Missouri title that has not been branded.  We have seen zero data that supports Mr. ******** claim this was a branded title vehicle.  Out of the collision center, the insurance company and the State of Missouri nobody branded the title or reported a total loss?

  4) This vehicle appears to potentially involved in a class action lawsuit.  Mr. ****** simply has to take the car to a BMW dealership for an oil consumption test.  If the car passes it is not eligible for any settlement.  If the car fails the oil test BMW will replace the components covered in the class action.  

  Being that Mr. ****** is in the car business he should understand these claims are baseless.  While we appreciate Mr. ******** business we do not agree with his statements involving this transaction on a 2013 650XI.  If he believes this car should be part of the class action lawsuit he needs to discuss with BMW directly.  As Mr. ****** is aware we are a franchise dealership not BMW.  That customer service number is ************

  Customer response

  11/17/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  
  Complaint: ********
  
  I am rejecting this response because:
  Because I never signed a  ****** agreement and  have the vehicles buyers guide and window sticker. I spoke to a person who identified himself as the New /Used car director and he told that the car had 30k worth of damage done to it and their collision center performed the work. I  have these  statements adequate on tape too.I  spoke with **** as well on that particular day too and it's on tape as well. ******* promised to send me the title information that I requested but never has. *** *** reports are only as reliable as the information that is reported. And if we're relying on ****** as the law they're suggesting a frame check before purchasing that car.If you've  performed one I'd  love to have it and the title information I've  requested over and over

   

  Regards,
  
  ******* ******

  Business response

  11/18/2022

  Here is a copy of the first page of the ******.  You can see at the bottom Mr. ****** clearly signed this document.  Directly above his signature you will see ****** reports there was not a total loss.  I have also included a copy of the title Mr. ****** states he didn't get.  This title was sent to Mr. ****** on 9/9/22.  On 9/14/22 Mr. ****** registered the car and received a California title.  Mr. ****** could not do this without the title.  As you will see there is clearly no branding on the Missouri title about being a total loss.  If we are wrong and the car was a total loss I assume the State of California gave Mr. ****** a branded title.  The current California title is a clean non-branded title that was issued to Mr. ****** on 9/14. directly after Mr. ****** performed the state required inspection on 9/13/22.  ****** also reports that the accident was "moderate" not "severe".

  I am sorry Mr. ****** feels this way but there is zero evidence anything he is stating is accurate.  A car can be wrecked, repaired and not be a total loss.  A car can have damage and be repaired without being a total loss.  

   

  ****** is not the law nor did I state they were the law.  However, every state in the U.S. has laws about branding titles that are deemed a total loss.  In this instance Baron has zero records of this car being a total loss.  My information is coming from ******, the State of Missouri, ***** **** and now the State of California.  

   

  On another note, knowing that Mr. ****** recorded people at Baron without their blessing we request  all communication be via electronic communication.   While in Kansas 1 party recording is legal we do not have to continue conversing.  Just a point, 1 party recording from the State of California is illegal.  Even if the other party is in a 1 party recording state.

   

  Mr. ******, I am sorry you are upset with your purchase.  You have not supplied anything that shows this car was a total loss.  I hope you can understand we will not reverse a transaction just because you said the car was a total loss.  It just wasn't. 

   

  Customer response

  11/19/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  
  Complaint: ********
  
  I am rejecting this response because: According to the Police Report  the BMW had MAJOR DAMAGE DUE TO SAID ACCIDENT ON 12/24/17.This is my last and final attempt to resolve this issue with you in good faith. You may email me: **************************** 

  
  
  Regards,
  
  ******* ******

• Initial Complaint

  07/15/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Bate and switch. Price listed online is not what is being sold for. Called in and got a different pricing. Filled out online application on their website and everything. 3 different places online show one price but was not the actual once contacting an employee.

  Business response

  07/19/2022

  Here is the disclaimer for the same website. If you scroll slight down from the screen shots provided you will see this same disclaimer. There is no bait and switch as we just said sorry.  Bait and switch term doesn't even make sense due to such limited availability.  We also disclosed this to the customer over the phone and gave the customer the option to buy or pass.  Again, not bait and switch as there was no attempt at a switch.  We apologized to the customer but there is nothing else that can be done here.  Baron apologizes, again, for any frustration this caused.

  Customer response

  07/21/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  
  Complaint: ********
  
  I am rejecting this response because:
  

   

  That statement was not there when i looked. it was added after. I’m assuming on ********, On your actual websit it did not state that in the pricing build out also! Where the website asked to fill out a full application with SSN and Licenses. Based upon the stated MSRP. To any reasonable person filling in that much data would set grounds of a contract. 

  Further more, if you are certain this is not an issue, why have you gone ahead and removed pricing from ******** and other websites. Any sound of mind individual would draw the conclusion that the dealer would have adjusted the pricing and the description as there is proof of changing the post.  

   

  
  Regards,
  
  ******* ********

• Initial Complaint

  03/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They’re scamming people into buying their gap warranty service. I have gap coverage through my insurance. I remember very well he throws all these papers at ya. “ Here your just signing you already have gap and are declining.” And they’re screwing you into purchasing a $4000 warranty we never ever spoke about. Check websites and others are complaining of the same thing. I’ve tried to get in contact with someone at the dealership. *** ******** is a manager. I’ve left voicemails and emailed him to contact me. They only reply when you give them a bad review and make their dishonestly public. Dishonest crooks!

  Business response

  03/18/2022

  I believe this is resolved but just incase here are copies of the contracts and what they are for.  Thank you!

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩